The organization tracks how far customers feel their needs and expectations have been satisfied, and decides how that information is gathered, monitored and reviewed. Under 9100, the information used to evaluate satisfaction must cover at minimum conformity of products and services, on-time delivery, complaints from customers and requests for corrective action; the organization also draws up and carries out plans to raise customer satisfaction that deal with the weaknesses found, and assesses how effective those plans are.
The graph holds this control, the 0 it maps to, and the evidence behind each claim, over MCP and REST.